Forbes - Spa Reservation

Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold longer than 30 seconds without offering a call-back

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect

Staff leads the conversation and exhibits an interest in the guest's spa experience

Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments

Dependent on region, the guest is always offered choice of therapist gender for massage and body treatments or advised of gender if choice is not available

If requested treatment(s) are not available at desired times, thoughtful alternatives are offered

The guest's name is used naturally as a signal of recognition

Staff briefly describes facilities available in the spa and invites guest to arrive early to relax/use other facilities. The guest is fully prepared for their visit following the call

Staff conveys enthusiasm

Staff clearly explains cancellation policies and any penalty

Details of the booking are repeated for confirmation

Confirmation is received prior to visit

Confirmation is personalized, professional and accurate; it accurately reflects the style and image of the spa

Staff specifically thanks the guest and makes a further polite remark

Booking services are handled without excessive delays or interruptions

All digital communication is professional in execution and content display

If an online spa booking system is available, it is easy to navigate and complete a reservation

Spa menu is current and consistent, accurately reflects the style and theme of the spa and lists available treatments with descriptions; prices, if included, are accurate

Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to both genders